Been with plusnet 15+ years - first time poor support almost encouraging me to leave.

[#1]

This is mainly feedback for plusnet.

Contract coming to an end so i arranged a regrade to Fibre (no landline) and was told it would go live on next billing date (17th)

It is now set to the 24th which is not what I agreed to. First it means I am paying more for a longer period

Second (and worse) if the change goes wrong we will be without Internet and TV over the Christmas period (I can't see any chance of getting an engineer into the exchange over that period). I know the chance is unlikely but this forum is filled with people where this or similar has happened, and can you imagine how popular I'll be with the family if that happens.

So I've called the options team, and the only solution they can offer is a re-contract on the current product until after Christmas - but still at the higher price.

So the result is I'm now doing what I've not done for over a decade, and looking at my options outside of plusnet.

Particularly disappointing, as I've frequently evangelised the excellent support I've had here over the years.

[#2]

@tonycollinet Unless I'm misreading this, something doesn't make sense. If you are stating on FTTC, and merely moving to SoGEA, there is no engineer required, it is merely a removal of the phone component from your services, which is 'flicking a switch'.

[#3]

You'd think wouldn't you. 

But it was described by the support agent as "unplugging and replugging"

Plus - even flicking a switch. Engineer [-Censored-]ed off at working Christmas eve - or just on a wind down, doesn't do it quite right, and I'm in the doghouse for a week.

😂

[#4]

I'll leave it to others, but I somehow think the 'support agent' was talking out of the wrong end.

[#5]

Maybe so. But even so, I have no trust that a product change can be guaranteed not to cause a problem. There are just too many systems in place that need to coordinate. Both open reach and plus net systems need to be on the same page.

[#6]

@tonycollinet A switch to SoGEA doesn't, or certainly hasn't, AFAIK, involve any OR engineer.

@Townman  , @MisterW  - comments?

[#7]

@jab1 

I must admit this looks a bit odd and agree with you. Just the removal of the associated phone number with the connection, there may still be a dial tone but with an inactive phone number.

[#8]

@jab1  you're correct, a switch from FTTC to SoGEA should not require an engineer. Its not quite as simple as removing the phone component though. AIUI the change requires an order to OR to change the line to SoGEA, this automatically ceases the phone component whilst leaving the broadband active. All the changes should be done remotely so I dont see why it cant be done almost immediately.

I tend to agree with @tonycollinet though, I wouldnt want to have a change scheduled for the 24th!

[#9]

I tend to agree with @tonycollinet though, I wouldnt want to have a change scheduled for the 24th!

Neither would I, but surely such a change shouldn't need a fortnight, or am I missing something?

[#10]

but surely such a change shouldn't need a fortnight

Agreed

[#11]

I've specifically been told that the reason for the delay is open-reach need to send an engineer to the exchange.

If as it appears, I've just been fobbed off, that makes it worse.

[#12]

@tonycollinet Something seems strange here, Fibre (SoGEA) doesnt go to the exchange , just the cabinet. So even if an engineer was needed , they would go to the cabinet! Unless, of course, Openreach have changed their processes and they now physically disconnect the phone connection, which would need exchange attendance.

I'm going to try escalating this to get one of the experienced Plusnet Help team to take a look and see if we can understand what's going on here...

[#13]

Thanks, @MisterW  - it does sound very strange.

[#14]

@jab1  From my experience earlier this year I phoned customer options on Wednesday the 20th of March to switch from FTTC to SOGEA and the new contract started on Monday the 25th of March. So effectively 3 working days.

Why the Op is having such a lengthy delay is difficult to understand.

[#15]

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@RealAleMadrid wrote:

Why the Op is having such a lengthy delay is difficult to understand.

---

And that is key here.

We all know what WE THINK is involved in general for a FTTC to SoGEA migration, but are there specifics here which are not visible to us?

Might BTOR be using a service change as the vehicle to switch users to new kit, either in the exchange or in the cabinet?  WE just do not know!!  Therefore we ought to be asking the right questions to clarify why this case is different ... it could be as simple as BTOR's database is 'not clean' thereby indicating something additional or different is required, when it is not.

@tonycollinet have you asked specifically why an engineer is required and exactly what they need to do ... which is different to our expectations?

I suggest that a pragmatic commercial solution might be attainable here...

1. Raise the risk of a change so close to the Christmas break with COTS - most organisations de-risk change between the 2nd week of December and the 2nd week of January by NOT DOING CHANGE AT ALL (aka change freeze)
2. Point to the heightened risk arising from this being moved from a simple change to a complex change
3. Quantify the financial loss associated with...
   1. Remaining on out of contract terms until the a change in the New Year (post sensible change freeze)
   2. The differential costs of re-contracting as is unit - ditto
4. Ask if the lowest cost difference of doing either of the above compared to switching to SoGEA might be credited as a good will gesture until a de-risked switch to SoGEA can be scheduled